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Customer Success Associate
Way
Austin, USA
Full-time
Entry
Onsite
Discovered 1 weeks ago
Free
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- Provide timely and professional assistance to clients via email and chat.
- Diagnose and resolve platform, integration, and configuration issues by identifying root causes and replicating errors.
- Support clients in customizing and troubleshooting CSS for a smooth integration experience.
- Escalate issues appropriately to Product or Engineering and communicate status updates clearly.
- Partner with the Customer Support Manager to maintain the Knowledge-Centered Support framework, contributing to all help-related resources.
- Create and maintain internal troubleshooting resources, workflows, and FAQs to strengthen Support team autonomy and reduce repeat inquiries.
- Use AI-enhanced support tools to diagnose issues more efficiently and provide accurate information with speed and consistency.
- Relay to the Product team all client feedback and contribute to product improvements.
- Collaborate with Engineering to refine and expand technical documentation that supports more independent issue resolution within Support.
- Coordinate closely with Customer Success to ensure clear and consistent communication on Support cases within the CSM’s book of business.
- Problem-Solving Skills: Demonstrated ability to troubleshoot and resolve technical issues efficiently.
- Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex technical concepts in a clear and concise manner to non-technical users.
- Customer Service Skills: A patient and professional approach to customer interactions, ensuring a positive support experience.
- Startup Acumen: Thrives in an ever-evolving startup environment, embracing challenges, adaptability, and impact-driven problem-solving.
- Previous experience in a support role preferred
- Technical certificate courses in web development, or a related field is advantageous but not mandatory.
- Attractive salary package commensurate with experience and skill level
- Comprehensive healthcare coverage and other benefits
- Opportunities for professional growth in a fast-paced tech environment
- Stock options that offer a stake in our success
- Modern office located in the vibrant city of Austin, Texas
- Annual stipends for hotel stays and travel, allowing you to experience our partner offerings firsthand
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